The market research industry is built on a fundamental assumption: that any enterprise, product, team, or person can be better than it is today. Researchers mine insights because we are constantly seeking opportunities for greater success and are eager to illuminate the path forward. But researchers aren’t the only ones doing this; although it’s our profession, people around the world share this drive for improvement. These sentiments are at their peak today on New Year’s Eve as we reflect on the highs and lows of the year behind us and resolve to do something better in the year ahead.
Seeking improvement is part of human nature, but in some cases, it’s demanded of us. In the business world, companies that set higher standards also set new consumer expectations and secure customer loyalty. For instance, our Consumer Technographics® data shows that Amazon offers one of the most loved customer experiences across the globe because it provides an unparalleled sense of emotional satisfaction:
In fact, data from Forrester’s Customer Experience Index reveals that Amazon’s progressive approach to customer service and fulfillment is powering impressive growth around the world, raising consumer expectations across the board, and positioning the brand among the best in class in North America, Europe, and Asia Pacific. Additional findings in my recent report suggest that whether you are a retailer or not, you are competing with Amazon.
But regardless of whether we set high standards for ourselves or whether they are set for us, we know all too well that committing to our resolutions is a challenge. So, as we celebrate the close of 2015 and welcome in 2016 with renewed promise and optimism for our business and for ourselves, let’s remember Albert Einstein’s wise words: “Once we accept our limits, we go beyond them.”
Here’s to a happy, peaceful, and successful New Year!